Helping Distressed StudentsA GUIDE FOR UNIVERSITY STAFF

Many people experience emotional and psychological difficulties at

some point in their lives. Usually these can be resolved by talking

them through with family and friends. Sometimes professional

help is needed. Most students will cope well with the stresses of

academic life given reasonable support from their friends, family

and academic departments. Sometimes they need more than this.

If you feel you need to, or are requested to give a student extra

assistance, it is important to help within the boundaries of what you

feel competent to do.

The University of Exeter is committed to supporting all its students

as consistently as possible, and to provide staff with the information,

skills and support that they require.

This guide gives you advice on dealing with both crises and more

everyday situations. It is important to be prepared for emergencies;

however, please remember these occur very rarely.

Help you to recognise when a student may be in difficulty

Provide advice to help you respond appropriately and effectively

Remind you of the sources of support within the University

Raise awareness of issues relating to student mental health

Listen

Give the student time to talk

Understand the situation from the student’s point of view

Be empathetic and not dismissive

Help the student to feel supported

Advise and encourage student to access appropriate sources of support

Solve all the student’s problems

Know what is right for the student – the student may have a range of experience in coping with their situation

Ignore the situation – the University has a responsibility to ensure the student is informed of the support available

Ensure the student will accept or access support

Helping Distressed Students: A Guide for University Staff

What you can’t do:This guide been produced to: What you can do:

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Identifying sources of supportIt is not always possible to know what the best source

of support might be. The student may have more than

one problem, or the initial problem may not be the

most central.

What is important in the first instance is to recommend

that the student accesses support that is acceptable to

them. The student can access another service at a later

date if necessary.

Offering direct supportIf you offer support you must ensure that:

• You have sufficient time within the context of your

other commitments to do this

• It does not conflict with other aspects of your role

• You gain support and advice e.g. from colleagues

or student support services. You can access

support, including counselling, for yourself from

the Occupational Health Service.

Confidentially

Confidentiality is an important aspect of helping students in

difficulty. Please consider the following information carefully.

Do not disclose personal information about students

to anyone outside the University, including parents,

without the student’s explicit consent, (see ‘exceptional

circumstances’). Also note that the Student Health

Centre is not a University service.

Prioritise discussing confidentiality with the student.

However do not promise absolute confidentiality.

Explain to the student that in ‘exceptional circumstances’,

e.g. if the student is a risk to themselves or others,

confidentiality may have to be breached (see page 6).

Personal information about students can be transferred

internally if there is an operational need. However

‘sensitive data’ about a student can only be shared with

the student’s ‘explicit consent’, on ‘a need to know basis’.

(‘Sensitive data’ includes their racial or ethnic origin,

mental and physical health, religious beliefs and sexual

orientation.)

‘Explicit consent’ needs to be gained from the student

in order to share sensitive data with colleagues.

Consent needs to be either written or a record of

the conversation with the student needs to be made.

‘What if’ conversations with colleagues can be a very

effective way to consider the student’s situation or

needs while maintaining the student’s anonymity.

The Disability Resource Centre, Counselling Service,

the Guild and GP practices have their own guidelines

on confidentiality. These guidelines will influence

the information these services may be able to share.

However they will be able to consider or act on

information you give them about a student in difficulty.

The Student Counselling Service, The Mental Health

Advisors, within the Disability Resource Centre, and

the Head of Student Experience offer a confidential

consultation service to all staff who may wish to discuss

their concerns about students in difficulty and consider

possible options/support.

Contact with Parents: You cannot communicate with

parents without explicit consent from the student. You

can inform parents of the University support services

available to students experiencing difficulties, suggesting

that they could encourage their son or daughter to

access them.

Further advice and guidelines on disclosure and

confidentiality are available at www.exeter.ac.uk/admin/

academic/datapro

Roles and ResponsibilitiesIt is important to remember – you are not solely responsible for a student’s emotional state.

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How do you know there is a problem?Trusting your own judgement – check the following

How does the student feel, do they perceive there is a problem?

Has there been a trigger causing this behaviour?

Have they had a similar experience in the past? How did they cope?

Has anyone else noticed a problem?

How is the student functioning academically?

Your colleagues, line manager or senior colleague

Student Support Services: e.g. Disability Resource Centre, Counselling, Head of Student Experience (also see page 8)

You might see a significant change in appearance (e.g. weight change, decline in personal hygiene)

Behaviours may have changed (e.g. staying in bed all day, work handed in late, not attending classes, avoiding going out)

Is the student telling you there is a problem?

Is there anything unusual or unpredictable about the student’s behaviour that makes you feel uneasy?

Is the student having difficulties with their academic work?

Is the student requiring a lot of your time?

Is the student absent from seminars or lectures?

Tense/Irritable

Sad/Miserable/Tearful

Behaving erratically

Changing mood or behaviour

Panicky, feeling overwhelmed

Withdrawn or very quiet

Difficulties concentrating

Smelling of alcohol, cannabis

Agitated

Very loud/Disinhibited

Talking incoherently

Lethargic, tired

Physically unwell

Has the student declared a mental health problem?

Are their friends or staff members telling you something about the student that indicates a problem?

Is there other information?Is the student’s behaviour causing concern?

Do you need more information from the student?

Do you need more information from other staff?

Would it be helpful to consult with someone else?

How does the student seem?

Is this different from your previous experience of this person?

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What you should do if the situation does not require immediate action

You have the time and/or skill

It does not conflict with your role

You are clear of your boundaries

You have access to support and advice

You are able to:• Listen to the student’s concerns• Offer practical advice• Provide reassurance• Show your concern by following

up your conversation at another time

What does the student need? (see page 7 and back cover)

Inform the student about the services available. Support them to access the services themselves. Check later with the student if this has been done

If you are unsure then seek further advice from a colleague or speak to the Disability Resource Centre or Counselling Service (back cover)

If you feel you could help the student you must ensure that:

If you feel someone else should help the student:

The situation is not urgent if:

There is no immediate risk to the student, or others, although the student may be:

• Depressed, anxious, generally stressed

• Homesick, lonely and isolated

• Having problems with relationships

• Suffering from low self-esteem

• Bereaved

• Having unexplained study or money problems

Agree with the student who is the best person to help.

• Make sure that you debrief by talking the situation through with a colleague or the Student Counselling Service (back cover).

• You should make a record of the conversation signed by both you and the student if possible. Failing that, record your concerns and inform the appropriate person.

• Make sure you are aware of University confidentiality issues (see page 3).

You can make it clear that you will help if the student changes his or her mind.

Ensure the student understands the implications of not accessing help.This may limit the support they can receive, e.g. they will not be able to access reasonable adjustments such as special exam arrangements.

Explain issues of confidentiality especially in relation to passing on information in exceptional circumstances.

Seek advice from Disability Resource Centre or Counselling Service (see page 8).

You can monitor the situation.

If the concerns become more serious (see page 6).

If the student will not accept help

If the student will accept help

In all situations

What you should do if the situation is urgent

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The situation is urgent if: • You believe the student may be at risk of harm to themselves or others.

• You are concerned about the student for one or more of the following reasons:

• Is behaving out of character e.g. withdrawn, elated

• Expresses suicidal thoughts

• Appears seriously physically ill

• Has completely stopped functioning

• Seems very disorientated and out of touch with reality

• May be at risk of serious self harm

• Is violent or threatening violence to people or property

• Try to stay calm• Engage with the student if possible,

but put safety first• Remember confidentiality

guidelines

• Prioritise your own safety and that of others

• Whenever possible, try to inform a colleague about the situation as back up support for yourself

• Make sure that you debrief by talking the situation through with a colleague, Disability Resource Centre or the Counselling Service (see page 8)

• Keep a written record

In all situations

In office hoursSupport and encourage the student to see their GP as soon as possible.

Recommend that the student accesses University support services as soon as possible e.g. Disability Resource Centre or Counselling Service (back cover).

Seek advice and or support from Disability Resource Centre, Counselling Service or University Principal Medical Officer.

Inform your senior line manager and Head of Student Experience.

Out of hoursSupport and encourage the student to contact the GP out of hours service or Devon Doctors on call (08456710270) or to seek advice from NHS Direct (08454647), The Chaplaincy, Resident Tutors, Student Mentors, Samaritans or VOICE (see page 8).

If they need immediate medical assistance call the emergency services and Estate Patrol (3999).

Next day, inform your line manager and Head of Student Experience who will check whether further action is required.

In office hoursContact the Student’s GP, if known, or the University Principal Medical Officer to inform them about the student.

If they need immediate medical assistance call the emergency services and Estate Patrol (3999).

Disability Resource Centre, Counselling Service and Head of Student of Experience (back cover) will offer advice.

If in University accommodation, resident tutors and estate patrol (back cover) could be informed.

Out of hoursIf they need immediate medical assistance call the emergency services and Estate Patrol (3999).

Call the out of hours GP service for the student’s GP practice or Devon Doctors (08456710270) or seek advice from NHS Direct (08454647), the Chaplaincy, Resident Tutors, Student Mentors.

Next day, inform your line manager and Head of Student Experience who will check whether further action is required.

If the student will accept help(Agree with the student the course of action)

If the student will not accept help (If at all possible let the student know that you are required to inform other University staff about concerns about their well being)

(n.b. these could be exceptional circumstances see page 3)

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Mental Health AdvisorsDisability Resource Centre (Ext 3880) disability@exeter.ac.uk

Student Health Centre(Tel: 01392 676606)studenthealth@exeter.ac.uk

Student Counselling Service(Ext 4381)counselling@exeter.ac.uk (Ext 6606)

School Office / School Disability Representative

Relevant member of academic staff

Study Learning Skills Service (Ext 4506)

Disability Resource Centre(Ext 3880)disability@exeter.ac.uk

Students’ Guild Advice Unit (Ext 3520 )Students’ Guild Welfare and Equal Opps Officer (Ext 3562)welfare@guild.exeter.ac.ukstudentadvice@exeter.ac.uk

Accommodation Office (Ext. 2524)accommodation@exeter.ac.ukwww.exeter.ac.uk/halls/ residenttutorsselfcateringaccomodation@exeter.ac.uk(Ext.3508)

Equality and Diversity Manager (Ext. 2037)equalopps@exeter.ac.uk

Chaplaincy (Ext. 3649)c.a.hadley@exeter.ac.uk

Harassment Advisors Networkwww.exeter.ac.uk/admin/misc/harassment

International Student Adviser(Ext. 3041) isa@exeter.ac.uk

Are there academic and support issues arising from a mental health difficulty?

Is the student concerned about a specific difficulty they are experiencing? e.g. anxiety, panic attacks, eating difficulties, depression, alcohol or drug misuse, fatigue.

Is there a health problem?

Is the student very worried about academic matters or struggling with their studies?

Does the student have financialproblems?

Does the student need to talk things through with someone who will provide a listening ear?

Might the issue be related to the student being from overseas?

Are there problems with loss of motivation, difficulties with concentration, loss of confidence, engaging with their course?

Is the student experiencing emotional or personal difficulties?

Does the student have a physical disability?

Is there a persistent study difficulty? e.g. dyslexia, dyspraxia

Is there a problem of discrimination, harassment or a complaint?

Is the problem related to accommodation?

Does the student need spiritual support?

Who can Support the Student

University Support ServicesAccident and Emergency DepartmentR.D&E HospitalBarrack RoadExeter Tel: 01392 411611

Accommodation OfficersExt: 2524

Estate PatrolNorthcote HouseQueen’s DriveExt: 3999

Chaplaincy – Multi Faith Room 101The Old LibraryPrince of Wales RoadStreatham campus

c.a.hadley@exeter.ac.ukExt: 364907739 232455p.m.cummings@exeter.ac.ukTel: 01392 271191

St Luke’s: a.m.hofbauer@exeter.ac.ukExt: 4804

Data Protection Room 154Northcote HouseThe Queen’s Drive EX4 4QJ Ext: 3033 etdataprotection@exeter.ac.uk

Devon Doctors on callTel: 08456 710270

Disability Resource Centre www.exeterguild.org • Mental Health Advisors • Disability Officer • Specialist Study Skills Advisors The Old Library Streatham Campus EX4 4SB Ext: 3880disability@exeter.ac.uk

International Student AdvisorRoom 250Northcote House The Queen’s Drive EX4 4QJExt: 3041 isa@exeter.ac.uk

Harassment Advisors Networkwww.exeter.ac.uk/admin/misc/harassment/page9.shtml

Head of Student ExperienceNorthcote HouseThe Queen’s Drive EX4 4QJExt: 3015s.j.doherty.exeter.ac.uk

NHS Direct Tel: 08454647

Occupational Health ServiceNorthcote house The Queen’s Drive EX4 4QL Ext: 3136

Principal Medical OfficerSee Student Health Centre

Resident Tutorswww.exeter.ac.uk/halls/residenttutors

Samaritans Tel: 08457909090

School Disability Repcontact school office

Students’ Guild Advice CentreDevonshire House, Ext 3520studentadvice@exeter.ac.uk

Student Counselling ServiceReed Hall, Hailey WingStreatham Drive EX4 4PDExt: 4381counselling@exeter.ac.uk

Student Guild, Welfare and Equal Opps OfficerExt: 3562welfare@guild.exeter.ac.uk

Student Health ServiceReed MewsStreatham Drive EX4 4QPTel: 01392 676606 studenthealth@exeter.ac.uk

Student Helpwww.studenthelp.exeter.ac.uk/studenthelp

Student Learning Skills Service Queen’s Building, Ext: 4506edu@exeter.ac.uk

Student Mentorswww.exeter.ac.uk/accommodation/tutors

Voice – (Nightline)Every night 8pm-8amExt: 4000 (info only)Ext: 4001 (listening)Tel: 01392 275284www.exetervoice.co.uk

Supportive University DocumentsThe University also has policies and resources in place in relation to supporting students. These can be accessed through the University website. They include:

• Guidance on Supporting Students Experiencing Mental Health Difficulties

• Fitness to Study Policy

• Fitness to Practice Policy

• Cause for Concern Policy

• Teaching Quality Assurance Handbook

Written by Jo Blakely and Rachel Bragg, Mental Health Advisors / Occupational Therapists, July 2008Cover: studio model used for this image.

The University of Exeter would like to thank and acknowledge the contribution of Disability Committee’s Mental Health Sub Group at the University of Edinburgh and also Myra Woolfson at the University of Nottingham Counselling Service, towards this document.

For further copies and feedback on the usefulness of this document contact: disability@exeter.ac.uk

Available in alternative formats on request from disability@exeter.ac.uk

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